Senior Customer Success Manager

Gentrack Ltd (Global)

To relentlessly drive ourcustomers’ success by developing better cleantech solutions.

We are entering a new era, with utilities worldwide transforming to meet business and sustainability targets.

For over 35 years Gentrack has been partnering with the world’s leading utilities, and more than 60 energy and water companies rely on us.

Gentrack, with our partners Salesforce and AWS, are leading today’s transformation with g2.0, an end-to-end product-to-profit solution. Using low code / no code, and composable technology, g2.0 allows utilities to launch new propositions in days, reduce cost-to-serve and lead in total experience.

**Our Values and Culture ** Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:   

• Respect for the planet 
• Respect for our customers and 
• Respect for each other

    Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet.   Gentrackers continuously look for a better way and drive quality into everything they do.   This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.    **The Opportunity ** The Senior Customer Success Manager (CSM) is the trusted face of Gentrack to our customers, and the voice of our customers within our business. The Senior CSM will be an expert in Gentrack products, the energy/water industry and energy/water retail business processes. CSMs will ensure that our customers are getting value from their Gentrack solution(s) now, while also understanding each customer’s strategic roadmap, to ensure Gentrack keeps delivering value to them in the future.   As a Senior CSM you will build strong partnerships at senior levels within some of the biggest utility suppliers in the market, bringing thought leadership & domain expertise to our clients and Gentrack’s Customer Success team.   You will bring commercial and strategic thinking to engagements at various levels within a customer’s business, finding successful outcomes for both the customer and Gentrack.k CSMs don’t work alone, they engage with a range of Gentrack teams (e.g. Engineering teams, front line support, Managed Services, Product Management) in order to help make our customer’s successful, ensuring customer work and communications align with the Gentrack strategy. Your success will be measured by:

• Account Health
• Meeting Revenue and profitability targets for your clients
• Proactively identifying and resolving issues.
• Providing reporting accurately and on time.
• Feedback from your customers.
• Feedback from the Gentrack teams you work with.
• Emphasis on the importance of team play, made evident by interactions with team members and the wider company with positive relationships as a result.
• Ability to influence the product development backlog.
• Clear communication of customer and team successes.

**The Specifics **

• Build and grow relationships with your customers, becoming a trusted partner.
• Responsible for managing multiple key accounts at different project stages across different products and potentially across multiple geographies.
• Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks and metrics needed to achieve their goals.
• Reporting on budgets and forecasting figures including project status.
• Use in depth knowledge of the product set to proactively reach out to customers to ensure they are getting as much value from the system as possible. Present new functionality to customers in written and oral reports.
• Leverage data analytics to support decision making
• Work with customers to ensure they are upgrading their Gentrack solutions regularly
• Develop account strategy planning and build success plans to drive loyalty, advocacy and minimize customer attrition.
• Track accounts’ performance and handle critical issues and escalations with a clear execution plan and aim to get closure.
• As required, design, plan and lead customer workshops; documenting customer configuration and bespoke requirements.
• Lead customer process review workshops, document and present outcomes enabling our customers to maximise value from our systems.
• Guide customers and fellow CSMs through new feature familiarisation with the overall goal of increasing Customer Satisfaction and reducing the possibility of churn
• Have in depth knowledge of multiple products, be able to lead customer workshops across all the products used by your customers.
• Be acknowledged as a subject matter expert for products or product capability excellent knowledge of customer initiatives, roadmaps, rollout plans and issues
• Helping customers with change-management activities.
• Lead and co-ordinate with the Gentrack Product group, large new feature development, communication and roll out.
• Demonstrate seniority by leading new retention, growth and Customer Success initiatives that deliver proven value ensuring we scale, delight and innovate for Customer Success.
• Be the voice of the customer to all Gentrack teams, authentically representing the customer’s point of view and requirements.
• Become an ambassador for the Customer Success organisation and a Customer Success evangelist across the wider Gentrack business.
• Act as a mentor to other CSMs, where appropriate being an escalation point for their customers.
• Support engineering teams, while holding them accountable for their commitments. Remove roadblocks to their work; leveraging organizational resources to improve capacity for customer work.
• Represent Gentrack whilst communicating with customers without surrendering' Gentrack's needs. Demonstrate experience of supporting the hiring, onboarding and ramp up process of new recruits within the Customer Success organisation.
• Support the pre-sales process as a subject matter expert, including demos, deep dive sessions, proof of concept activities and implementation scope and approach planning.
• Ensure that improvements are fed back to the pre-sale process to ensure we are efficiently leveraging of our learnings from ongoing projects.
• Identify upsell opportunities and liaise with Sales and Account Directors on ongoing customer strategy and pipeline.
• Establishing a long-term trusted advisor relationship with the customer to drive continued value of our products and services.
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
• Escalating customer needs/issues cross-departmentally and appropriately for your customers.
• Make customers and their needs a primary focus of all actions, implement a framework of ongoing engagement with each customer at various levels (i.e. users of the solution(s), user managers and team leaders and decision makers).
• Be the main point of contact for customers to provide support and guidance on Gentrack solution(s) functionality and configuration.
• Provide advice and support on industry and/or Gentrack solution(s) processes to support the customers business.
• Own the scheduling and delivery of Customer Success meetings with customers, including regular planning and review calls with customers
• Proactively communicate software release schedules and associated release notes to customers.
• Engage in cross customer monthly reviews of change requests – to share and understand best practise across customer base.
• Input into the Product backlog refinement and prioritisation process and feedback roadmaps to customers
• Prepare and provide quality and performance reporting relating to solution(s) and/or managed service
• Ensures that project delivery is customer focussed, protecting the interests of both the customer and Gentrack.
• Share Product Roadmap(s) with customers and support the Product Management team in the management of customer expectations on feature delivery
• To abide to the Compliance Policies and Procedures of the Company.
• Take reasonable care of your own and other people’s Health & Safety in the workplace.
• Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else’s Health & Safety at risk promptly.
• In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader.

    **What we're looking for **_(you don’t need to be a guru at all, we’re looking forward to coaching and collaborating with you):_   

• Detailed knowledge and experience of the Electricity, Gas and/or Water retail markets with expertise in at least one of the following Enrolment, Billing, Dataflows, Direct Debit, Customer Service, Pricing, Settlement.
• 5+ years within the utility industry, either in a senior role within a project using Agile methodologies or customer facing experience in a Managed Services environment.
• Understanding of software development life cycle models including Agile
• Consultancy experience with a system integrator or product vendor OR Experience as a Customer Success Manager for a product vendor.
• Proven experience in a similar role.
• An optimistic outlook on life, common sense and a sense of humour are essential.
• A passion for excellence and a commitment to be the best.
• High levels of energy, sound judgement and determination to achieve with a sense of urgency.
• High attention to detail.
• Relationship management and interpersonal skills.
• An open-minded consultative approach.
• Ability to give and receive positive and constructive feedback.
• Ability to creatively solve problems.
• Takes ownership of task from outset to completion.
• Happy to work on your own or as part of a team.
• Passionate about IT and enjoy troubleshooting.
• Bachelor's Degree, ICT or similar.
• Customer Success certification/accreditation is useful but not essential.

  What we offer in return:  

• Personal growth – in leadership, commercial acumen and technical excellence 
• To be part of a global, winning high growth organization – with a career path to match
• A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos 
• A competitive reward package that truly awards our top talent 
• A chance to make a true impact on society and the planet

• 💬

  Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 👍🏼

  Adoption and Success Management

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 🤝

  Relationship Building

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 👥

  Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• 🤓

  Learning agility

  Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

• 💡

  Problem solving

  Identifies problems and develops logical solutions that address the problems